Scam. Not a reputable company; not operating in Canada as domain website suggest.
Not a reputable company. Scam. Not operating in Canada as the website domain suggests. They will not offer you a full refund and take your money regardless if you try to cancel within their cancellation policy. Their return policy is not upfront and they make their own rules like time zones which are not indicated on the website. Here is a chat transcript and email them asking me to take down reviews. Chat transcript
Company logo
Name: christine sabater
Question: Can I still cancel my order ZAPAKACA******* and when can I get my money back in my credit card
Order number(if you have): (no answer)
Avatar Dandee
Fri, 09 May 2025 13:31:33 CDT
Hello! This is Dandee and it would be my honor if I could do anything for you. May I have your name? 🙂
Christine sabater
13:31
Can I still cancel my order ZAPAKACA*******
And when can I get my money back in my credit card
Christine sabater
13:32
I just need to know if an order is cancelled how long it takes to be back on the credit card
Avatar Dandee
13:35
Hi! We understand that you want to cancel your order but since your ( dress) is under production now, if you request to cancel it now, we are afraid that we could not refund the full money for the item that you order, the factory has cost them money and labor to make it.
Based on our Cancellation Policy, orders canceled within 3 days of payment confirmation will be eligible for a 80% refund + shipping fee.
Please refer to our Cancellation Policy for more details:
Please let us know how you want to proceed with this.
Christine sabater
13:37
So i can not cancel even if the order is made within 24 hours?
Christine sabater
13:40
The cancellation policy says if order is cancelled within 24 hours of payment it is a full refund
Avatar Dandee
13:40
It is beyond 24 hours already upon checking in our system.
Christine sabater
13:41
What day did it show on your end
Christine sabater
13:43
Hi
Christine sabater
13:45
What did this it show on your end? I ordered May 8, today is May 9
Christine sabater
13:45
Here in Canada
Christine sabater
13:48
Hi are you still there?
Christine sabater
13:52
Attachments:
image.png
Christine sabater
13:53
Is the order eligible for a full refund because I ordered May 8 and cancelling today May 9?
Avatar Dandee
13:54
Your order was placed on May 9,2025 at 1:22 am and your request cancellation file on May 10,2025 at 2:19 am. So it is beyond 24 hours already.
Christine sabater
13:54
No it was order May 8
Christine sabater
13:55
Attachments:
image.png
Christine sabater
13:55
Here is my order confirmation
Avatar Dandee
13:56
I'll understand! We have a different time zone but we always depends on the time from when you placed the order and date and time request to cancel the order.
Christine sabater
13:56
I did not ask for a cancellation
Christine sabater
13:56
I am just asking if EVER will the refund be 100% full refund
Christine sabater
13:57
Yes which is May 8 when I ORDERED and cancelled MAY 9
Christine sabater
13:57
I am the one who made the oder
Christine sabater
13:57
So I know when I placed the order
Christine sabater
13:58
It is not on your cancellation policy that there are time zones that you consider
Christine sabater
13:59
I DID NOT REQUEST TO CANCEL THE ORDER
Christine sabater
13:59
I WAS ASKING A QUESTION
Christine sabater
13:59
DID YOU CANCEL THE ORDER?
Christine sabater
14:00
I DID NOT SAY TO CANCEL YET
Avatar Dandee
14:00
Again, based on our Cancellation Policy, orders canceled within 3 days of payment confirmation will be eligible for a 80% refund + shipping fee.
Avatar Dandee
14:00
Attachments:
image.png
image.png
Avatar Dandee
14:01
We did not yet proceed with the cancellation.
Christine sabater
14:01
OK DON"T CANCEL
Avatar Dandee
14:01
We are just for your confirmation.
Avatar Dandee
14:02
Thank you for confirming, Christine! We have noted your request, and your order will remain active as is.________________________________________________
Ticket from chat SW30MQDPGR
Inbox ZAPAKA Cutomer Service Team
3:07 AM (8 hours ago)
To me HelpDesk
Hi, Christine Hembrador Dear Christine Hembrador, We have noticed that you left a review on Trustpilot. Since this is your first time shopping on our website, we can make an exception to cancel the order for you and offer a full refund. However, we sincerely hope that you can delete or change your review. Once we receive a screenshot of your modified review, we will cancel the order for you and issue a full refund. Thank you for your understanding. Sincerely,
Mledoy Ticket ID: ILTVMX
Assigned agent: Melody Date of experience: May 09,2025

I am very upset.
1. they never gave my my conformation email that I was supposed to get the moment I ordered my dress. I placed my order April 8th.
2. Going based off the description of the dress on the website my dress should've been here no later than May 10th. But still, I ordered my package a whole month and half ahead of time for my event. In the description of the dress it said that it would take 7-14 days tailoring time and with standard shipping it would take 6-10 business days to ship.
3.They gave me tracking number that didn't even work on USPS. USPS just says that item label created nit yet in the the system. And that they're waiting for more information. It also says it's a priority mail package, meaning that it only takes 1-3 business days shipping.
4. I asked an employee about this. Only for them to LIE to me saying that USPS already has my package? And is shipping it. Even then, it should already be here with their 1-3 day business day shipping
I message them AGAIN only for them to tell me that the tracking number THEY GAVE ME, is being shipped by a different company (JS express) but they never even told me that very important information until I asked. My package has been in transit for 14 BUSINESS DAYS as of right now (and still in transit). I am very sad because that is not was was advertised on the website (8-12 business days). I messaged them again, and they said the USPS will update it once my package lands in my country (usa). My package landed in ORD (airport in my country). Yet for some reason no update was made.
4. Not only does USPS say "Item label Created, Not yet in system. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon." Obviously they don't have my package,
Again, Zapaka never gave me my conformation email giving me estimated shipping date
5. My prom dress probably wont make it here in time for my event. I spent all this money for a dress I can't even return (its custom size, so I cant return it). Will probably will have to wear for graduation instead (if it even makes it in time for that) Wont ever be ordering from here ever again

Again, where is my conformation email that was supposed include estimated time of delivery? I need to know just in case if I need to waste even more money on a backup dress for a dress that should've already been here
:(

Scammers
Product never arrived though they stated it did
Liars!
Beware of zapaka...bunch of croiks

I am very satisfied with my new dress. The service from Zapaka is excellent.

Fits perfectly I absolutely love the dress so buy buy buy Zapaka are just the place to go

My daughter bought her grad dress and it was beautiful
Good quality and fit her perfect

Very easy shopping with Zapaka very happy with my purchase. Will definitely buy for you guys again

Thank you Zapaka! The dress arrived in good time and is absolutely beautiful.

The new fashions are exciting and I have ordered 3 more dresses9

The WORST online shopping experience!
The WORST customer service!
DO NOT TRUST THIS WEBSITE!

1. Bad quality!
Don't trust their pictures!
I placed two orders around the same time. One dress came early. It looked totally different from the pictures they post on their website. It was supposed to be an A-line dress. The dress I got was definitely not an A-line shape. Also, the material looked cheaper. The second dress I received looked less different from their picture. However, it was not the size I ordered. I ordered size XS but the dress I received was size S according to their own size guide.

2.No easy return. Don't trust what they claim!
You have to pay for the shipping and the customer service will tell you to keep the dress and give you a 20% refund. It took forever to get that 20% refund. I had to follow up three times so they actually processed it. I believe if I didn't follow up, they wouldn't actually give me the refund.

3.The customer service ignores messages on WhatsApp and emails!
They replied to my first email fast and asked for pictures to prove that the dress I got didn't look like the pictures on their website. However, once they knew my frustration, they started to reply very slowly and eventually ignored my email.
After I noticed they didn't reply to my email, I tried to reach out on WhatsApp. Again! They replied to my HI message fast but once they knew the reason I reached out on WhatsApp, they never read my message and replied to me.

4.The customer service doesn't keep their promise!
When the customer service offered me a 20% refund for the first dress I received, they also agreed that I could cancel my other order (because I could no longer trust their product quality.) However, a few days later, they sent out that second dress! I reached out again to understand how this happened and how they wanted to address this situation. The customer service only replied to me saying they would go ahead to check the status and never gave me an actual update or any solution to this.

5. They hid bad reviews on their website!
Zapaka sent out a robot email to ask me to leave a review on the dress I received. I left a bad review and stated the dress doesn't look like their pictures at all. I even included pictures I took to show how different the dress was. That review was never published on their website. I bet they hid tons of bad reviews customers left so…if there are zero reviews for a dress, it probably means they hid many bad reviews and there aren't any nice reviews to show.